Service Manager

The Tustin Group; Manassas (VA); On-site; USD 65,000 - 90,000; Full time

Job summary

The Tustin Group is seeking a Service Manager in Manassas, VA to lead service operations, drive customer satisfaction, and ensure on-time delivery of contractual commitments. This role emphasizes staff leadership, process improvement, and cross-functional collaboration to optimize performance and profitability.

Responsibilities include directing daily activities, resolving issues, and aligning resources with sales and maintenance goals while upholding high standards of service excellence.

Qualifications

• High school diploma or equivalent; certifications preferred.
• 5-7 years of supervisory experience in a related field or equivalent combo of education and experience.

Responsibilities

• Lead staff to understand customer needs and market dynamics; facilitate sales strategies and responses to cancellations and salvage plans.
• Address customer complaints promptly to maintain long-term relationships and satisfaction.
• Respond quickly to customer trouble calls and resolve issues efficiently to bolster confidence.
• Delegate tasks, organize workflows, and audit staff performance; hire, promote, or train as needed.
• Motivate and train staff to develop skills and enhance service quality.
• Conduct regular status meetings; compile insights and recommend improvements to service operations.
• Forecast workforce needs by reviewing historical data and current conditions; optimize resources and maintain budget goals.
• Collaborate with Service Supervisor to ensure adherence to codes and standards; support sales with design and materials provisioning.
• Support sales objectives by generating leads, promoting new business, and maintaining pricing knowledge.
• Manage procurement processes; ensure timely requisitions and coordination with sales and field operations.
• Supervise personnel; address performance, training, and disciplinary matters per policies.
• Foster a collaborative, positive work environment balancing team and individual responsibilities.
• Identify and resolve operational problems; pursue continuous improvement and support quality initiatives.
• Demonstrate integrity and professionalism in all interactions.

Skills

Leadership

Communication

Analytical thinking

Adaptability

Customer focus

Mechanical aptitude

Education

High school diploma

Tools

Inventory software

Scheduling software

Excel

Word

Job description

Summary

The Service Manager plays a pivotal role in ensuring the achievement of operating unit gross profit objectives while upholding high standards of customer service. This position involves leadership and management responsibilities aimed at meeting contractual commitments promptly and with excellence.

Essential Duties and Responsibilities:

• Lead and guide staff to understand customer needs and market dynamics, facilitate effective sales strategies, and responses to cancellations and salvage plans.


• Promptly address customer complaints, ensuring resolutions that maintain long-term relationships and satisfaction.


• Respond swiftly to customer trouble calls, resolving issues efficiently to bolster confidence and satisfaction.


• Delegate tasks and organize workflows, auditing staff performance and recommending necessary actions such as hiring, promotions, or training.


• Motivate and train staff, fostering skill development and professionalism to enhance service quality and attract talent.


• Conduct regular status meetings, compile insights, and make recommendations to improve service operations.


• Review historical data and current conditions to forecast workforce needs, optimize resource utilization, and maintain budget goals.


• Work with Service Supervisor to ensure adherence of mechanical systems, codes, and industry standards, supporting sales with design assistance and materials provisioning.


• Support sales objectives by generating leads, promoting new business, and maintaining pricing knowledge.


• Manage procurement processes, ensuring timely requisitions and coordination with sales and field operations.


• Supervise personnel effectively, addressing performance, training, and disciplinary matters in line with organizational policies.


• Foster a collaborative and positive work environment, balancing team and individual responsibilities.


• Identify and resolve operational problems, pursue continuous improvement opportunities, and support quality initiatives.


• Demonstrate integrity, professionalism, and adherence to organizational values and policies in all interactions.


• Other duties as assigned.

Experience and Skills:

• Education: High school diploma or equivalent; additional relevant certifications or degrees preferred.


• Experience: Five to seven years of supervisory experience in a related field, or equivalent combination of education and experience.


• Mechanical Aptitude: Competent understanding of mechanical systems, with the ability to identify and propose cost-effective solutions is preferred.


• Communication: Strong verbal and written communication skills, ability to effectively interact with diverse stakeholders.


• Analytical Skills: Proficiency in analyzing data, problem-solving, and decision-making in varied and dynamic environments.


• Computer Proficiency: Familiarity with inventory and scheduling software, as well as standard office applications (Excel, Word).


• Leadership: Demonstrated ability to motivate, train, and lead teams towards common goals, fostering a culture of accountability and excellence.


• Customer Focus: Commitment to meeting customer needs and ensuring high levels of satisfaction.


• Adaptability: Ability to thrive in a fast-paced, evolving work environment, managing multiple priorities effectively.

Physical Demands/Working Conditions:

• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear, type, and operate office technology such as computers, printers, copy machines, and calculators.


• Must be capable of lifting and/or moving up to 20 pounds.


• Specific vision abilities required for this job include close vision, distance vision, and the ability to adjust focus.


• Ability to distinguish colors and engage in repetitive fine manipulation frequently.


• Capable of navigating uneven surfaces and climbing ladders.


• May be exposed to temperature changes and confined spaces.